Back in the 1960’s, taking the plane was a “special event” where the passengers were treated like kings, from the moment they entered the departure airport to the moment they left the arrival one.

For instance, the meals that Air France served to it’s Montreal-Paris liaison passengers were prepared by the very prestigious Ritz-Carlton, on Sherbrooke Street, in Montreal. If you’ve flown this Air France lately, you know it’s not as glitzy anymore, even if you fly in the more expensive business class.

So things have changed in the airlines business and not everyone agrees it’s for the better.

Companies like Air Canada, after being sold to American interests, lost interest in the less traveled routes, such as Atlantic Canada, Quebec and Northern Canada, thus severely penalizing smaller communities which had, under Canadian management, been decently served — globalization, privatization and shareholder greed have apparently trumped over all basic consumer satisfaction obligations.

Air travel horror stories abound.

From the fact that it’s still complicated to deal with the airlines, to buy tickets or worse, to get customer service, to the continuous stream of mismanagement imbroglios (think about the luggage nightmares), many modern day airlines have dumbed down their service to the point where it’s not even close to what their marketing promises.

For air passengers, the bread and butter of the airlines, the multiplication of fees (for everything, really), the grossly exagerated security paranoia, the flight delays (with little or no compensation to the ticket holder), the arrogant attitude from the airline personnel and the plastic-like food served on flights (when anything is served, at all) taking the plane has become a pain more than a “generally pleasant experience”.

Regular air travelers are now even attempting to opt-out of today’s air travel madness by asking their companies to buy sophisticated “always-on” teleconferencing solutions to minimize the air commuting back and forth from the various company locations — in itself, this is a good thing but still, it’s precipitated by the fact that taking the plane, for many people, is not exactly a walk in the park, at least not anymore (because it used to be much easier, more expensive but easier nonetheless).

Some airlines specialize in high-yield market niches like the C-level business travel and that’s fine but their ads feature “great service” as a plus… shouldn’t that be a bare minimum for even the “regular” flights?

While the airline industry isn’t too bothered with customer satisfaction, a study published earlier this week by American universities reveal that over 25% of the flights were late, in 2007. Accordingly, the number of traveler complaints filed was up by a whopping 60% last year, making it the worst year for air traffic, in America, ever!

Even more preoccupying is the fact that experts in airline customer satisfaction predict the current situation will continue to worsen as the price of tickets, the fees and the barriers to free movement of travelers continue to mount while, at the very same time, the service level continues to drop.

This being said, let’s keep in mind that the current state of affairs could translate into a unique opportunity for venturing airline entrepreneurs with an astute sense for customer satisfaction.

Tags: airlines, air travel, planes, customer satisfaction, passengers, great service, tickets, fees, security

Rail carriers keeping crews on duty for over 12 hours while also responsible for wild fluctuations in start time contribute to the aggravation of the limbo time side effects, especially on the rail workers’ family life.

Workers in the rail industry are familiar with the harsh reality of limbo time where time on duty is seldom paid for and not counted towards the total hours of service. Limbo time is a carrier’s bean counter dream but the side effects can’t be overlooked.

In typical two-earner families with children, the combination of limbo time and carrier policies make it nearly impossible, for the spouse, to get a regular job. Worse, countless divorces are a direct result of the work demands imposed by the railroad carriers, in the first place. This has a profound effect on the quality of life for rail workers and their loved ones.

Let’s consider the following limbo time effects on family life:

• Limbo time keeps train crews away from home for no valid reason and in turn, fractures families;
• Crew members can’t predict, after a 12 hour shift, how much longer limbo time will keep them on the train meaning they’re often unavailable for life’s common events, like making a doctor’s appointment, attending a religious service or tending to any other important personal business;
• Limbo time, combined with hours of service and time spent preparing for and traveling to an on-duty point often result in crews being awake 24 hours… or more;
• Limbo time, combined with the carriers’ availability policies, forces crew members to consume most 24 hour periods working, eating and sleeping with no time for family or other activities required for healthy physical and mental well-being;
• Sadly, limbo time also causes children to suffer from reduced parental supervision which can have an adverse impact on society when the child grows into his or her teens and then, adulthood;

The United Transportation Union has eloquently exposed the limbo time effects on the family life of its members but that hasn’t been enough for the US Congress to take decisive actions to fix this major labour, health, security and social problem.

People’s internal clocks (also called circadian rythms) can’t be tampered without risking accumulated fatigue, stress and health issues.

Things need to change, sooner than later.

Tags: limbo time, family life, divorce, health, security, children, rail workers

A revised international investment proposal released today by the U.S. Department of Transportation would strengthen requirements initially proposed last November concerning U.S. citizens’ control of all safety, security and national defense obligations of domestic airlines while allowing international investors to make decisions on commercial matters involving U.S. airline management.

The supplemental notice of proposed rulemaking issued by the Department reflects comments provided on the November, 2005 proposal from consumers, airlines, aviation personnel and other interested groups. That proposal would make it easier for U.S. airlines to raise money, restructure their businesses and form strategic partnerships and alliances by allowing international investors more say in some aspects of airline operations such as scheduling and marketing.

The supplemental proposal issued today would make clear that U.S. citizens who are members of a domestic airline’s board or the voting shareholders, must retain the authority to revoke decision-making authority that international investors may acquire. For example, domestic board members might decide to revoke international investors’ decision-making authority over scheduling and fleet composition if they felt that those decisions were not in their airlines’ best interests. The new provision would make clear that U.S. citizens remain in “actual control” of the airline, as required by statute.

In addition, the revised proposal would strengthen the original proposal’s requirement that U.S. citizens have full control over all policies and implementation relating to safety, security and national defense airlift commitments. The new proposal would specifically prevent international investors from having the ability to hire, fire or control the budgets of senior airline managers with direct responsibility for safety, security and national defense airlift commitments.

As with the original version, the revised proposal would only apply to international investors from countries that have Open-Skies aviation agreements with the United States and allow similar investments by American citizens in their domestic airlines.

Here’s a partial list of US domestic airliners targeted, directly or not, by this proposal:

• Alaska Air
• Aloha Air
• America West Airlines
• American Airlines
• Continental Airlines
• Delta Air Lines
• Hawaiian Airlines
• Northwest Airlines
• Pacific Coastal Airlines
• Southwest Airlines
• United Airlines
• US Airways
• WestJet Airlines
• World Airways

The Department is seeking additional comment for another sixty days to allow for all interested groups to comment on the revised proposal.

Tags: airlines, investments, us, dot, proposal, safety, security, national defense, citizens